Accounting Software Support Executive

Marg ERP; Delhi, Bengaluru, Sector 10; On-site; INR 320,000 - 520,000; Full time

Job summary

Marg ERP is seeking a Customer Support Associate to handle high-volume inbound calls from business owners, accountants and operators. You will blend deep accounting knowledge with Marg ERP expertise to achieve first call resolution and minimize follow-ups.

You will diagnose issues, provide remote assistance via AnyDesk or TeamViewer, and guide users through tasks such as creating invoices, GST reports, stock checks and password resets. A strong grounding in Tally ERP 9/Prime is a plus.

Qualifications

• Debits and credits mastery to assist clients’ accounting questions.
• Hands-on with Marg ERP for billing, inventory, and reports.
• Proficient in Tally ERP 9 / Tally Prime to understand client accounting logic.
• Clear, jargon-free explanation to non-technical users.

Responsibilities

• Handle high-volume inbound calls from business owners, accountants and operators.
• Diagnose issues as technical bug, user error, or accounting mistake.
• Provide remote support using AnyDesk or TeamViewer.
• Guide users through tasks like invoicing, GST reports, stock checks and password resets.
• Capture issue details and escalate when needed.
• Log tickets in CRM and contribute to knowledge base.

Skills

Accounting brain

Phone etiquette

Active listening

Patience

Education

B.Com / BBA / M.Com

Tools

Marg ERP

Tally ERP 9 / Tally Prime

Job description

Customer Support Associate (Accounting Software & Marg ERP)

Role Category: Accounting Software Support Executive

Location: Noida Sec 16

Experience: 1- 4 Years (Freshers with strong accounting knowledge may apply)

Job Purpose

As a Support Associate, you will be the voice of our company. You will handle a high volume of inbound calls from business owners, accountants, and operators who rely on Marg ERP for their daily operations. Your goal is to provide "First Call Resolution" by combining your technical software knowledge with your core accounting expertise.

Detailed Key Result Areas (KRAs)

1. Inbound Call Excellence

• High-Volume Management: Efficiently manage inbound calls , maintaining a professional and helpful tone throughout.
• Query Diagnosis: Quickly identifying whether a client's issue is a technical software bug, a user error, or a functional accounting mistake.
• Remote Assistance: Using tools like AnyDesk or TeamViewer to take control of client systems and fix errors in real-time while staying on the call.
• Handle Inbound Calls: Be the first point of contact for customers calling for help with Marg ERP.
• Basic Troubleshooting: Guide users through simple tasks like creating an invoice, generating a GST report, or resetting a password.
• Accounting Support: Answer basic questions about ledgers, sales/purchase entries, and stock levels (using your Tally/Accounting knowledge).
• Remote Support: Use AnyDesk or TeamViewer to quickly jump onto a clients screen and show them how to use a feature.
• Escalation: If a problem is too technical, collect the details and pass them on to the senior technical team.

2. Documentation & Quality

• Ticket Logging: Maintaining a detailed log of every call, the problem identified, and the solution provided in our CRM.
• Knowledge Contribution: Identifying "hot issues" (common recurring problems) and reporting them to the technical team to help improve the software.

Skills & Competencies

Must-Haves:

• The "Accounting Brain": You must know your Debits and Credits by heart. If a client asks why their Balance Sheet isn't squaring, you should know where to look.
• Software Fluency: Hands-on experience with Marg ERP (Billing, Inventory, and Reports).
• The Tally Advantage: Proficiency in Tally ERP 9 / Tally Prime is highly preferred as it helps in understanding the client's accounting logic.
• Phone Etiquette: Ability to explain complex technical steps in simple, jargon-free language to non-technical users.

Soft Skills:

• Patience: The ability to handle frustrated callers with a calm and composed demeanor.
• Active Listening: Understanding the user's problem quickly to reduce "Average Handling Time" (AHT).

Eligibility Criteria

• Education: Graduate in Commerce (B.Com / BBA / M.Com).
• Availability: Ready to work in a fast-paced environment with a focus on meeting daily call targets.